I think he’s making an update right now

Bjørn

Traditional CRM has one-to-many conversations. For example, you may creating a marketing campaign and you (the one) send out broadcasts via e-mail or a tv ad or whatever else to your marketing list (the many).

Social CRM is having many-to-many conversations (e.g., thru Twitter, or thru live debates, etc) and capturing that info into your CRM tool.

I see what you mean … my bad, I mixed up a few definitions …

I also understand Mark and Wim’s position better … after reading them a few times ! ;o)

Some last remarks:

GREAT POST!! I know you were hesitating to post your opinion in the midst of all the “power-bloggers” around.. Judging from your post, the commentary as well as your insightful answers, you absolutely have nothing to fear, actually you have a lot going for writing more, which I would highly recommend you doing. Not only will it help clarifying the questions or thoughts you may have, it will also help others better understand what this emerging field is and can be about.

What I’m saying: I’d love to read more of your thoughts, ideas and connections you make. There’s a lot of value for all of us. Thx

Now on the Facebook for CRM post you mentioned in your reply to me above: this post is actually a good overview of ways to approach facebook fan-pages for SCRM purposes.

Some companies mentioned there seem to do fine engaging in dialog and sometimes re-directing Customer questions to other channels where they can be dealt with more appropriately. Nothing wrong with that, if it is in the Customers interest.

The ones thinking all these Customer Services related questions, or even negative response from Customers on their fan-page, are a hassle and interfere with their own goal of the fan-page (pushing their products) simply do not get it..

but I know you “got that” and “get it” already

Thx

Wim

As I type this, I have to go because I’ve just realized my toddler has undressed herself and there are toys all over the floor in the living room … Better stop “working (learning)” so to speak and enjoy my weekend before my house is turned upside down.

Have a great weekend! Its nice and sunny here and I believe must be where you are as well.

Cheers,

F.

Truly enjoyed your post. It’s nice to sometimes have a bit of a look back at how things were and how we got here. Sometimes (well most of the time), the root of our problem is locked away in the past (snowball effect).

So, as you say command and control -> Information is power so let’s keep it to ourselves. But as you imply, today this mentality no longer works, especially if you want to deploy a successful Social CRM strategy. I believe you need to empower your employees to have a healthy relationship vis-a-vis your customers.

The organization (starting with the C-levels) needs to communicate this philosophy and lead by example for it to work. But as I write this, I feel a wave of pessimism coming. Its all nice in theory. Change is always welcomed by resistance. This is no easy job.

So what do you think? Do you give up on those enterprises that don’t get it and concentrate on those that have shown interest in changing? What about those that are trying but don’t quite “get it”?

Going a little off topic now, but it is fundamentally about people.

Cheers,

F.

In terms of blogging about it, please do more. The more that people who are entrenched in the conversations understand where we are going to astray (and we are going astray often) the better we will all be for the effort. We do need to move forward – but we can only move forward if we are all clear on the direction we are going. Else, we are going to simply moving fast, for moving fasts sake.